If you are making a booking on behalf of someone else, you confirm that you have the authority to do so and agree to be bound by this policy on behalf of the person you are booking for.
Bookings are refundable if cancelled with at least 24 hours notice.
If you cancel within 24 hours, or do not attend your appointment, you will be charged a cancellation fee equal to 50% of the full session cost. The full session cost depends on your clinician type or funding arrangement (e.g. NDIS) and applies regardless of whether you are accessing services privately, through Medicare, or under the NDIS.
Cancellation fees are not eligible for rebates.
Clients with outstanding cancellation fees may not be able to access further sessions or services until the fee has been paid.
All deposits are non-refundable. If you cancel an appointment (with or without notice), any paid deposit may be credited toward a future session or another service offered by Neudle.
On rare occasions, we may be unable to complete your booked session. If this occurs, we will offer an alternative or reschedule for the next suitable time.
If there are any planned interruptions, we will advise you in advance and help arrange for a referral to another suitable practitioner. In the case of unexpected interruptions, such as if we are unable to continue providing services due to illness, injury, or other unforeseen circumstances, we will immediately notify you and work with you to make alternative arrangements for your ongoing care.
If relevant, with your permission we may also contact your GP to ensure that they are aware of any changes to your Mental Health Care Plan.
We understand that life can be unpredictable, especially for neurodivergent individuals. However, Neudle is not sustainable unless we get paid for our time. Our cancellation policy is in place to ensure that we can continue to stay in business and provide high-quality, neurodiversity-affirming care to all of our clients.
Sustainability
As a small business, we rely on appointment fees to cover our costs, including the wages of our dedicated team of neurodivergent and neurodiversity-affirming clinicians. Cancellation fees help us remain financially stable and able to serve the neurodivergent community.
Availability
When appointments are cancelled at short notice, it can be difficult for our admin team to fill those slots with clients from our waitlist who may have been eagerly awaiting an opportunity to connect with one of our clinicians. By encouraging timely cancellations, we can ensure that more clients have access to the support they need.
Fairness
We believe in treating all of our clients equally. By consistently applying our cancellation policy, we avoid putting our admin team in the challenging position of determining whose reasons for cancelling are more valid than others.
Transparency
We are upfront about our cancellation policy from the start, and clients consent to these terms when they sign up for our services. We provide multiple easy ways to cancel appointments without incurring a fee, and we send reminders to help you keep track of your upcoming sessions.
